The primary purpose of this position is to manage a small team of inbound contact center representatives and operations supporting financial services in the student success department for the implementation of projects and initiatives.
ResponsibilitiesManage a team of contact center representatives specializing in financial services, and develop customer service strategies that are actionable, measurable, and trackable to drive ongoing success and efficiency.Lead and guide the team in achieving key performance indicators, evaluate skill proficiency, offer constructive feedback and coaching, and conduct quality reviews to ensure continuous improvement.Conduct data review and analysis to identify emerging trends, foster innovation, and provide actionable recommendations for continuous improvement and strategic decision-making.   This will include defect resolution, enhancements and new initiatives that impact student success in partnership with other teams across the organization.Identify and lead large scale process improvement efforts and process changes in the delivery of financial services support to students.Maintain expertise in regulatory and compliance trends especially in regard to financial services that impact the delivery of student support and make recommendations for change.Provide guidance to the Sr. Manager with a focus on the student success teams, while demonstrating strong knowledge of the business and expertise in financial services.Completes other duties as assigned.Performs other duties as assigned.Complies with all policies and standards.
